Reference: White Mountain Partners, LLC TWC # DBA, Supercuts of Upstate New York 740 South Meadow Drive, Ithaca, NY.

Transcription

1 September 15, 2014 Ms. Audrey Zibelman - Chair (US Express Mail/ ) New York State Public Service Commission Three Empire State Plaza Albany, NY Ocean Blvd Hampton, NH Reference: White Mountain Partners, LLC TWC # DBA, Supercuts of Upstate New York 740 South Meadow Drive, Ithaca, NY Dear Ms. Zibelman: The purpose of this letter is draw attention to the service our small business has experienced with Time Warner Cable since our August 2014 installation. I have included a chain of s to company representatives along with a letter sent directly to Robert Marcus, CEO. Neither the s, nor the letter sent more than a week ago via Federal Express has earned a reply. The details of the attached letter to Mr. Marcus highlight our cable company of the present. Do we really want to let the gorilla out of the cage? The citizens of the State of New York deserve better. We are on the eve of one of the single largest utility mergers in our nation's history. Please review the letter that Robert Marcus received on September , after a series of phone calls and s from us for help were ignored by company employees. It should be no surprise that his office also failed to respond. They are embedded with systemic issues throughout the organization that will guarantee a future of default on corrective action. The concept of merging Comcast and Time Warner Cable is equivalent to the New York Yankees signing Alex Rodriguez to a long term contract. We all know what the outcome of that decision was. I ask you and the board ofregulators to stand up for the good people of the State of New York and deny this merger in the best interest of its citizens. I am available for testimony, and can be reached at Thank You for your attention to this letter. Sincerely, i}iro~ Bob Owen cc: Charles E. Schumer, US Senate -NY-US Express Mail/ Kirsten E. Gillibrand, US Senate -NY -US Express Mail / Managing-Editor@nytimes.com, jmorgan97@bloomberg.net,

2 August 30, 2014 Mr. Robert Marcus, CEO Time Warner Cable, Inc. 60 Columbus Circle New York, NY Ocean Boulevard Hampton, NH Reference: White Mountain Partner, LLC # DBA, Supercuts of Upstate New York 740 South Meadow Drive, Ithaca, NY Dear Mr. Marcus: This is a story that does not need to be told in the wake of the impending merger. I have a contract to develop Supercuts in Vermont, and Upstate New York for Regis Salons. My experience with Time Warner Cable is limited. I advertise with TWC but have never actually used the phone service until now. Your sales office in Portland, Maine issued us a number ( ) for this location in June for an installation to be completed in August. They had me sign a release that they could change the number. We would complete a mass mailing upon the eve of the August installation. TWC would then install a different number. ( ) We were never notified of any change. I have attached the chain of s. Our reserved number would be issued to a residential customer two weeks earlier by the name of Sipeoy Washington who has since been besieged with phone calls for customers looking for Supercuts. He is more than willing to give up the number, but neither he nor I, can get a returned phone call to stop the misery. We do not know what number to place on Supercuts.com. Today, without any notice our new number was changed again to The issue that is most disturbing is not that it happened, but that no one seems to care. This is why I am writing this letter to you. I want to add a couple more points in regard to the installation and billing. When the install was done in August, the installer dropped the line in the lobby and left it to us to lay the cable inside and put the wall connection plates in. He would compound the problem by neglecting to leave a remote. We have since retrieved one from the local office. I have never seen an install done like this. This set us back a full day. In regard to the billing - I had contracted with the Portland Sales Office for a four year contract of monthly plus taxes and fees. I have attached a copy. This new store for Supercuts in Ithaca has been devastated by a series of mishaps that your organization has allowed to happen. I use the word allow because they had plenty of time to take corrective action to make this right. How does any business survive, if the people who work for it don't care? We are depending on your organization to make this right. You have my permission to share this story. Thank you in advance for your assistance in this matter. ~;e~ Bob Owen

3 XFINITY Connect &tz=... XFINITY Connect + Font Size - FedEx Shipment Delivered From : trackingupdates@fedex.com Subject : FedEx Shipment Delivered To: owenbob@comcast.net Reply To : trackingmail@fedex.com Mon, Sep 08, :05 AM This tracking update has been requested by: Name: Bob Owen owenbob@comcast.net Our records indicate that the following shipment has been delivered: Ship (P/U) date: Sep 5, 2014 ( Delivery date: Sep 8, :57 AM/ Sign for by: A.FARRUGGI Delivery location: New york, NY Delivered to: Receptionist/Front Desk Service type: FedEx Priority Overnight Packaging type: FedEx Envelope Number of pieces: 1 Weight: 0.50 lb. Special handling/services: Deliver Weekday Tracking number Shipper Information HAMPTON NH us NY us Recipient Information New york Please do not respond to this message. This was sent from an unattended mailbox. This report was generated at approximately 9:05 AM CDT on 09/08/2014. To learn more about FedEx Express, please visit our website at fedex.com. All weights are estimated. To track the status of this shipment online, please use the following: sp?tracknumbers= &1anguage=en&opco=fx&clientype=ivpodalrt This tracking update has been sent to you by FedEx on the behalf of the Requestor noted above. FedEx does not validate the authenticity of the requestor and does not validate, guarantee or warrant the authenticity of the request, the requestor's message, or the accuracy of this tracking update. For tracking results and fedex.com's terms of use, go to fedex.com. Thank you for your business. 1 nf 1 9/ 13/2014 2: 09 PN

4 XFINITY Connect Page 1of5 XFINITY Connect Font Size: Fwd: Supercuts Ithaca From : Lynn Case <stylistcase@gmail.com> Fri, Sep 05, :47 P~ Subject: Fwd: Supercuts Ithaca To : Bob Owen <owenbob@comcast.net> Lynn M. Case Mobile: District Manager Supercuts Upstate Ny Store Manager Supercuts 126 Consumer Square Plattsburgh. NY Recruiter Supercuts 570 Shelburne Rd South Burlington. VT Begin forwarded message: From: Bob Owen <owenbob@comcast.net> Date: August 28, 2014 at 3:48:54 PM EDT To: "Flett,. James" <james.ffett@twcable.com> Cc: Lynn Case <stylistcase@gmail.com> Subject Re: Supercuts Ithaca I have still not heard from anyone about a resolution to this mistake Sent from my iphone On Aug 27, 2014, at 4:37 PM, "Flett, James" < james.flett@twcable.com> wrote: Hello Bob, I reached out to Aspens Supervisor Ed Stockton to give you a follow up call and work to resolve t his issue for you. Jamie From: Bob Owen [mailto:owenbob@comcast.net] Sent: Wednesday, August 27, :34 PM To: Flett, James Cc: Lynn Case Subject: Re: Supercuts Ithaca Aspen assigned in June when we signed up for service. It is on all our marketing material all over Tompkins county. The customer who has this number now is getting bombarded with phone calls daily as a result and would like to give up this number. Would you please elevate this problem James to another party that can authorize this correction. My cell number is I am a multi state operator for Supercuts. I have service with Verizon, Fairpoint, and Comcast throughout the Northeast. I have never used TWC. Please have someone call me and the other party to put a stop to this. Thx - - "'" --~'- 1 ~:~i.....,,fh/nrintmp.ssaqe?id=937993&tz=arnerica/new York&xi... 9/5/2014

5 XFINITY Connect zimbra/h/printmessage?i d= Y&tz=... XFINITY Connect owenbob@comcast.net + Font Size - Re: Supercuts Ithaca From : Lynn Case <stylistcase@gmail.com> Subject: Re: Supercuts Ithaca Tue, Aug 26, :02 attachments To: Bob Owen <owenbob@comcast.net> Cc: James Flett <james.flett@twcable.com> I did not write his name down. His girlfriends name is Katherine jones and the correct number that we are supposed to have is The installer did this as he wrote our incorrect phone information on the box that he left here 1of4 9/13/2014 1:50 PI

6 ~ TIME WARNER CABLE Business Class ~,_,, 'flj 0 ;i I.;_ c*-~ <' I" ~\ ~o J'V 0 <,\.'l. "'\ 0 \(' ~ - t> f (, ft ~O/,(j \x. f ~ ~ ~ 6005 Fair Lakes Road ~ L \ East Syracuse, NY "j- Phone: Fax: Date: 05/05//2014 Thank you for your recent order for Time Warner Cable - Business Class Digital Phone. We appreciate your business and want your experience working with Time Warner Cable to be a positive one. Time Warner Cable provides Business Class Digital Phone service to your location in accordance with the terms and conditions of the Time Warner Cable Business Class Agreement date 05/05/2014. In regards to your request for the new phone number for the Digital Phone service, Time Warner Cable does not guarantee that the phone number we provide prior to installation will be the one that is assigned to your service at the time of installation. There is a possibility that the phone number provided by Time Warner Cable in response to your request prior to the time of installation may change due to circumstances beyond the control of Time Warner Cable. Such circumstances fall within the stipulations of Section 13.0, under title, "Disclaimer of Warranty" and Time Warner Cable's non-liability to customer in the event of such circumstance is addressed in Section 14.0 under title "Limitations of Liability." Therefore, because the possibility of an actual phone number change prior to installation does not come within remedial scope and administrative capacity of Time Warner Cable to address, and since such warranty has been effectively disclaimed in the Agreement, Time Warner Cable is not responsible for any costs that you might incur due to pre-installation changes to your phone number. Therefore, if you would like us to provide the number that we are projecting for your service, please sign below to indicate that you understand and agree to this policy and your intention to adhere to it. The undersigned, as the legally authorized party for Customer, does hereby acknowledge Customer's receipt, review and approval of this writing as binding and effective to the Agreement, incorporated herein by reference, dated 05/05/2014. Time Warner Entertainment Advance Newhouse Partnership D/B/A Time Warner Cable, Syracuse Division By: By: Title: Date: Date:

7 ~ TIMf' WARNER CABLE Business Class»-:;; P.O. BOX CHARLOTTE, NC At:counl N~ber S-ervii;e Pe'riad --~ " llueda ",, Balal'tre Oue /30/14-09/29/14 09/11/14 $ Customer Code: 1472 WHITE MOUNTAIN PARTNERS OBA SUPERCUTS Sarvica Address: 740 s MEADOW ST ITHACA NY ACCOUNT SUMMARY PRIOR MONTH HISTORY 08/01 Previous Balance $ TOTAL PRIOR MONTH HISTORY $ Thank you for choosing Time Warner Cabla Business Class and allowing us to provide you with the best entertainment and communication services. CURRENT MONTHLY CHARGES Monthly Data Charges /29 Business Class WiFi LAN $ /30-09/29 BC WiFi LAN Promotion $9.95CR 08/30-09/29 Broadband Internet 7Mx768K $ /30-09/29 Broadband HSD 7M x 768K - 4 Yr Discount $23.00CR 08/30-09/29 Broadband Internet Promotion $33.00CR 08/30-09/29 Data Bundle Discount $7.00CR TOTAL MONTHLY DATA CHARGES $39.99 Monthly Voice Chargas /29 Business Class Phone Service $ /30-09/29 BCP 4 Year Contract Discount $17.00CR /29 Business Class Phone Promotion $3.96CR TOTAL MONTHLY VOICE CHARGES $39.99 Monthly Video Charges /29 Basic Tier _ $ /29 Converter _.... _ $ /29 Digital Remote..... _ $ /30-09/29 News TV $ /29 News TV Bundle Discount $2.67CR /29 Basic Cable TV Bundle Discount $3.00CR TOTAL MONTHLY VIDEO CHARGES $40.33 TAXES, FEES & SURCHARGES CONTACT US: For easy one-stop account management, contact us at business.twc.com/myaccount ~ --- _., Please detach and endosethls coupon with your payment. ~TIME WARNER CABLE Business Class I llllll lllll lllll lllll P.O. BOX CHARLOTIE. NC b32 1aaa NO ~p 21 aa212a14 YNNNYNNN aaa3a&4 B T2a MB Payment due date "Please allow 7 10 days for dell very and payment processing. See reverse side for more convenient payment options. Total amount due 09/11/14 $ WHITE MOUNTAIN PARTNERS DBA PO BOX 208 HAMPTON NH IJ11111' P 1 I 1 11 I '1 1 1 I I' 'I I' 1 d I1II' 1I I 1' {oo~"170 -?So?, ( ce..,u) flj Vt' <.) u.je.k't Account number 20Z Amount enclosed e ARNER CABLE P.O. BOX CHARLOTTE, NC I 1 IJI ii 1 1 l1 l1l I l11i1l l l1 I I I I I '11ll ll'1 1' If 1lll 11I1l '